Background on XXI Banorte and CONDUSEF
XXI Banorte, a prominent Mexican pension fund administrator, has been recognized for its exceptional commitment to user service and transparency. The Comisión Nacional para la Protección y Defensa de los Usuarios de Servicios Financieros (CONDUSEF), the national commission for the protection and defense of financial services users, awarded XXI Banorte a perfect score of 10 in the Index of Performance in User Attention (IDATU) for the first quarter of 2025.
Who is CONDUSEF?
CONDUSEF is an independent federal entity responsible for protecting and defending the rights of users in financial services, including banking, credit, insurance, and pension funds. It ensures that service providers adhere to regulations, ethical practices, and high-quality customer service.
Who is XXI Banorte?
XXI Banorte is a leading pension fund administrator in Mexico, managing retirement savings for numerous employees and self-employed individuals. With a strong focus on customer service, transparency, and innovation, XXI Banorte aims to provide high-quality financial solutions tailored to its clients’ needs.
The IDATU Evaluation
The IDATU is a crucial tool for promoting transparency, continuous improvement, and comparability in financial services quality. It evaluates financial institutions based on the efficiency of their attention, response time, request resolution, and percentage of favorable responses for users.
Key Achievements by XXI Banorte
- Reduced average attention time by 17% during the evaluation period.
- Resolved trades and clarifications in less than 10 business days.
- Enhanced user experience through digital platforms.
- Implemented advanced technology for efficient operation management.
- Maintained personalized attention protocols and models for agile solutions to clients.
Quotes from CONDUSEF and XXI Banorte Leaders
“The IDATU is a key instrument for fostering transparency, continuous improvement, and comparability in financial services quality. The participation and commitment of institutions like XXI Banorte not only strengthen user trust but also reflect a genuine culture of responsibility and customer orientation. CONDUSEF acknowledges this effort and hopes more institutions will join in benefiting financial system users.”
Oscar Rosado Jiménez, President of CONDUSEF
“Our priority is to offer high returns and provide swift, human attention, focusing our Afore actions on what truly matters: our clients.”
David Razú Aznar, General Director of XXI Banorte
Impact on Users and the Financial Industry
XXI Banorte’s commitment to excellence in user service has solidified its position as the best-performing Afore (Pension Fund Administrator) and the only one to achieve the maximum rating. This recognition highlights XXI Banorte’s dedication to building a customer-centric operation.
In an era where trust and empathy are vital for enhancing workers’ financial future, XXI Banorte reaffirms its leadership by offering exceptional service, placing people at the heart of its operational and strategic model.
Key Questions and Answers
- What is CONDUSEF? CONDUSEF is an independent federal entity responsible for protecting and defending the rights of users in financial services.
- What is the IDATU? The IDATU is a trimestral evaluation tool that assesses financial institutions based on attention efficiency, response time, request resolution, and favorable responses for users.
- What achievements did XXI Banorte attain in the IDATU evaluation? XXI Banorte reduced average attention time by 17%, resolved trades and clarifications in less than 10 business days, enhanced user experience through digital platforms, implemented advanced technology for efficient operation management, and maintained personalized attention protocols.
- Why is XXI Banorte’s recognition important? This recognition highlights XXI Banorte’s dedication to building a customer-centric operation and reaffirms its leadership in offering exceptional service, placing people at the heart of its model.
